Tony Karrer

DECEMBER 2, 2008

A particularly hard customer situation. It's the marketing person who can figure out how to understand customer needs and position the product and reach the customer in changing media channels. However, they will shift into concept work for some kinds of problems. A new technology is encountered. And the list goes on.

Knowledge Work 131

Knowledge Work Knowledge Cognitive Knowledge Worker 131

Tony Karrer

DECEMBER 10, 2008

Will the retail sales training change behavior in ways that improve customer satisfaction? Will the performance support tool provided to financial advisors increase customer loyalty? Customer satisfaction data is collected in an ongoing basis using a variety of customer survey instruments.

Metrics 100

Metrics Performance Support Score Survey 100

Tony Karrer

OCTOBER 11, 2010

Of course, improving customer satisfaction is a goal, but the system would drill down to specific issues such as knowledge of store layout. We provide suggestions for particular interventions that have specific steps and particular associated goals. For automotive sales associates, the rewards were prizes, trips, etc.

Performance Support 167

Performance Support Support Social Association 167

Tony Karrer

JULY 16, 2008

I needed to make a change to one of the legs and there's no way to do that online, so I called Expedia customer service. What I didn't realize is that the customer disservice representative also change the other flights in my itinerary. And he said, "Sorry for the situation." I'm still somewhat shocked.

Services 101

Services Customer Service Search Association 101

Tony Karrer

MARCH 20, 2008

Our customers use Crystal Reports in connection with our software. It has been stated that Crystal Reports licensees may not train clients using Crystal Repots from Business Objects without an additional EULA for each and every customer receiving such training. I'm curious - is this the norm? Where do you draw the line?

License 100

License Software Training Train 100

Tony Karrer

JANUARY 29, 2008

Based on my post LMS RFP , I've been asked several times if I knew where you could find samples of Request for Proposals (RFPs) for custom eLearning development, performance support tools, learning content management systems (LCMS), elearning authoring tools , etc. Today the question was for Microsoft Project.

RFP 100

RFP Examples Sample Scanning 100

Tony Karrer

JUNE 18, 2008

I spend time teaching and explaining "transitions", custom animations".etc. It seems wrong to be teaching about transitions and custom animations to this audience, right? I thought, as I am helping them so much, is there any information as to using Powerpoint as an actual tool to teach composition writing? Any help for Rachel?

PowerPoint 100

PowerPoint Teach Statistics Classes 100

Tony Karrer

OCTOBER 31, 2007

In particular, they asked about six steps: Gather and Specify Requirements Research Vendors Requirements Meet with Vendors Install and Configure Customize Implement Steve is working on combining Steps 1-3 and Steps 4-6. people, 4 months 5 - Customize Median - 3.75 Isn't it time for us to stop customizing?

LMS 100

LMS Teams eLearningGuild RFP 100

Tony Karrer

JUNE 18, 2009

The crux of the session is looking at: While training as a publisher of courses and courseware faces an increasingly challenging market, what other things can learning businesses successfully sell to internal or external customers? The session will have several panels looking at different perspectives on these questions.

Blended Learning 100

Blended Learning Business Courseware Corporate eLearning 100

Tony Karrer

JUNE 29, 2009

Addresses Real Pain Point Tell me the pain that customers are feeling that will make them pay for your solution – or adopt your free solution. A corollary to this is to make sure you tell me who your customers are. Some thoughts and questions I would have for this company - Customers? Who do they perceive to be their customers?

Solution 100

Solution Social Networks Yammer Facebook 100

Tony Karrer

JANUARY 18, 2008

I have built our courses using a custom template created using HTML and JavaScript. My point of view was a little different: I chose this method because I have greater ability to customize courses as I please, and I can control every little detail of the course. You can still add custom HTML / JavaScript.

eLearning Consultant 102

eLearning Consultant Course HTML Develop 102

Tony Karrer

JANUARY 24, 2008

Looking back at my post about eLearning Authoring Tools - and particularly whether custom or off-the-shelf is the way to go, I've been interested in seeing the varied response. An eLearning authoring tool will provide consistent sustainability for courseware output.

eLearning Tools 100

eLearning Tools Authoring Tools Custom eLearning Development 100

Tony Karrer

MAY 18, 2006

Most of the time the client already measures intermediate factors such as Customer Satisfaction, Loyalty, Quality, etc. Thus, if they tell me that they care about Revenue and they really want to look at improving Customer Satisfaction because that is the biggest predictor of Revenue. So, we will continue down the path.

Survey 100

Survey Association Learning Score 100

Tony Karrer

NOVEMBER 13, 2007

The real focus of the article is how Serena Software has adopted a practice called Facebook Fridays: Each Friday, employees are granted one hour of personal time to spend on their Facebook profiles and connect with co-workers, customers, family and friends. Companies that do not embrace social networking are making a huge mistake."

Social Networks 100

Social Networks Facebook Social Network Adoption 100

Tony Karrer

NOVEMBER 11, 2008

First, having worked on custom LMS, LCMS, Authoring projects and being pretty deeply familiar with SCORM, it's easy to blame the LMS for poor reporting on per-question reporting, but its very hard for an LMS to create generic reports that work well across all the variations that you run into. This brings up a bunch of initial thoughts.

Report 100

Report Blackboard SCORM Compliance Training 100

Tony Karrer

JANUARY 20, 2010

I’m wondering in your search if you’ve come across others who may have created a more customized template that better suits the needs of a department vs the out of the box templates that you might be able to share. I work at a University and one of our first task’s is to work on a template that might meet 80% of an Academic Departments needs.

SharePoint 107

SharePoint Templates Write Blog Predictions 107

Tony Karrer

JUNE 15, 2009

Particularly, I'm interested in the question of: While training as a publisher of courses and courseware faces an increasingly challenging market, what other things can learning businesses successfully sell to internal or external customers? Put your customer hat on for a minute.

Virtual Classroom 139

Virtual Classroom Business Stock Courseware 139

Tony Karrer

JULY 8, 2009

If nothing else, seeing the Intuit case study to think through and discuss outsourcing to your customers and rethinking return on training investment. Many of our internal customers are simply not ready to buy solutions that look like something more than courses and courseware. I would highly encourage you to join in and book the day.

Business 100

Business Case Study Courseware Innovation 100

Tony Karrer

JULY 13, 2009

Intuit talks about their move to outsource learning development to their customers and redefining value of learning. What will internal or external customers pay for that's not traditional training? We are finally announcing the speakers and a bit more about what they will be discussing. You won't want to miss this. Gary Wise, Sr.

Conference 102

Conference Free Online DDI 102

Tony Karrer

MARCH 24, 2009

Document sharing and collaborative editing Custom branding / image Ability to create groups and control access to those groups Shared calendars Invite other people into the network Moderation of content Exports (users, content) Some questions: What do you call this kind of solution?

Social Networks 102

Social Networks Social Network Network Social 102

Tony Karrer

OCTOBER 18, 2007

My custom implementation experience is generally with specialized content providers. Configuration, customization Testing Pilot Communication I'm not sure how interesting it would be to step through each line item of the process. Customization Does this seem like a good list? Examples of good and bad requirements.

LMS 102

LMS RFP eLearningGuild Brandon Hall 102

Tony Karrer

JULY 12, 2006

Thousands of customers have already started using these applications simply by adding them to their existing salesforce.com implementations. Every market segment, geography, and customer will use these services with all of the rich customization and integration they demand- and much, much more. The Business Web.

Web 100

Web Mash-up Mashups Business 100

Tony Karrer

AUGUST 25, 2010

Data Driven - eLearning Technology , December 10, 2008 Will the retail sales training change behavior in ways that improve customer satisfaction? Yes, I know haven’t posted anything interesting last few days. The Business Case for Social Learning. In effect, their capabilities are in recession.

Blended Learning 173

Blended Learning Sales Case Study Diversity Training 173

Tony Karrer

FEBRUARY 22, 2011

In the Business of Learning , I asked: While training as a publisher of courses and courseware faces an increasingly challenging market, what other things can learning businesses successfully sell to internal or external customers? Rypple gives users the ability to create custom badges and, more importantly, define what they mean.

Predictions 198

Predictions Diversity Training Compliance Training Authoring Tools 198

Tony Karrer

APRIL 26, 2007

However, I've already cited this blog in New Blog - and a Great Post Conference Practice and now another great post conference practice in the post: SME vs. Customer - With Me in the Middle Showing how different sessions apply to particular projects within the organization. Good stuff!

Blogging 100

Blogging RSS Conference Project 100

Tony Karrer

APRIL 3, 2007

Generally customers are buying something more than a course or courseware. Or customer satisfaction. Take customer satisfaction. It attacks the issue of helping store managers to improve customer satisfaction. In IT world, they are transitioning their staff from Java to.Net or from.Net 1.0 to.Net 2.0.

Big Question 100

Big Question vendor Compliance Training Content 100

Tony Karrer

APRIL 15, 2009

A lot of them are for environments that face the customer, but some are for internal. As an example, we might be focusing on Customer Loyalty. Social media allows us new ways of listening, engaging, connecting and learning about what our customers and potential customers are saying about our brand/product/service.

Blended Learning 105

Blended Learning Social Learning Social Technology 105

Tony Karrer

MAY 19, 2006

In the case of improving customer satisfaction based on knowledge of Store Layout and Product Knowledge, I want to know whether we've increased their knowledge and whether customer satisfaction has improved. I want to know how and why it's working.

Informal Learning 100

Informal Learning Informal Classes Learning 100

Tony Karrer

AUGUST 31, 2010

A nice feature is the end of quiz certificates for completed quizzes that can be customized. Several scoring options exist along with end of quiz certificate customization. It’s pretty amazing that it has 1 million users, over 100,000 quizzes in its public library, and over a million quiz takers. Download Test Results?

Low Cost 168

Low Cost Comparison Quiz Cost 168

Tony Karrer

JULY 10, 2006

that really should have been titled something along the lines of - looking at Customer Service and IT Help Desk for inspiration in training. We also have seen metrics get used in some domains that are quite effective, e.g., customer satisfaction surveys. Great post by Dave Lee - The Learning Circuits Blog: We're #3!

Wiki 100

Wiki Metrics Blended Learning FAQ 100

Tony Karrer

FEBRUARY 8, 2007

I'd also suggest looking at: Customers, Promises, and TOC. But, this post reminded me that we always ask in a kick-off about the goals of all stakeholders which include the team, 3rd parties, etc. We are trying to elicit understanding. I think they are onto something.

Project 100

Project Authoring Teams Discussion 100

Tony Karrer

JULY 31, 2008

So the 50K question is do you have any really high quality referrals – that might also be able to come in at reasonable prices and would be able to to turn a 2 or 3-hour ILT into a simple yet sophisticated CBT all the way up to eventual simulations and online custom leadership content?

BrainVisa 100

BrainVisa Services Providers Simulations 100

Tony Karrer

OCTOBER 25, 2007

Customization This list is too long. Writing an RFP that won't help you differentiate between vendors. Missing a few critical questions in the RFP or selection process. Tripping on contract negotiations. Not understanding the implication of LMS models to your business. I'm going to have to focus on only a few.

RFP 100

RFP eLearningGuild LMS Brandon Hall 100

Tony Karrer

NOVEMBER 6, 2007

There are exceptions such as when there's a clear value proposition for producing something better or when the learning / behavior change ties directly to metrics the organization cares about, e.g., customer satisfaction, sales, etc. Are they marginalized by this?

Metrics 102

Metrics Big Question DevLearn Behavior 102

Tony Karrer

JANUARY 19, 2007

A couple of the interesting new things: They got rid of the different versions - especially getting rid of RoboInfo vs. RoboHelp makes life easier to understand as a customer. I just saw that RoboHelp 6 is now out. They made it easier to integrate Captivate movies. This is something we've done before when creating Reference Hybrids.

Wiki 100

Wiki Movie Captivate Reference 100

Tony Karrer

JULY 31, 2006

and the possibility that we could soon be seeing something that looks more like a Wiki+Tracking capability, I just saw the news: Vignette Provides Online, On-Demand Training For Customers. They've added tracking and SCORM to their CMS solution. So, maybe my previous comments about this being a couple years away may have been too conservative.

SCORM 100

SCORM Wiki vendor LMS 100

Tony Karrer

NOVEMBER 10, 2008

Concept Work and Concept Worker I've often been a little bothered by the fact that we categorize the a person working in a call center handling customer service requests in the same category as an engineer working in R&D - they are both called knowledge workers. In other words. That's not as helpful as it should be.

Knowledge Worker 111

Knowledge Worker Engineering Knowledge Work Customer Service 111